Money-back guarantee



Money-back guarantee
We cover eligible purchases for up to 90 days from when your order status is updated to 'Delivered' — if your item arrives damaged or defective. The coverage is completely free and automatic on every eligible order.


What's covered?


You can request a return and refund on eligible purchases under these conditions:

  • You completed a purchase on TikTok Shop with a valid payment method.
  • The posted return window has closed.
  • It has not been more than 90 days since the order status was updated to 'Delivered' and the item arrived damaged or defective.
  • You have not successfully completed a return and/or refund for this item already, or a request is not currently in progress.
  • You have not requested a chargeback from your payment provider for this item.

What items are included/excluded?


Most purchases on TikTok Shop are covered by our money-back guarantee, except pre-owned items, collectible items and final sale items.


How do I file a claim? 


Please visit the TikTok App to process a claim.

If the return window for your purchase has closed, find the item under Orders and follow the money-back guarantee link on the Order details page. Additional instructions will be provided in the link.


Here's what to expect:

1. Contact the platform. You may be required to submit proof and/or evidence of the issue. All photos should be clear and show the issue prominently. Blurry photos or inconclusive evidence may cause a rejection of your claim.

  • We'll review your evidence and work with the seller on a resolution.

2. Return the item. If your item requires a return, simply use the QR code or prepaid shipping label provided by customer support at a convenient drop-off location near you within 14 days.

  • If the item is not returned within 14 days, your refund request will be canceled.
  • Make sure to handle all items carefully and return them in the original condition in which they arrived with any items included, such as accessories, charging cables, etc.
  • In some circumstances, we may not require you to return an item for safety reasons. This will be determined by the seller and our support team.

3. Get your refund. Once the seller receives your item, they will promptly review the item and issue a refund.